ASUS Computer International

Initial Business Response /* (1000, 5, 2016/01/04) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. However your unit had a one year manufacture's warranty from the date of purchase. At this point your unit is long out of that warranty. If you unit was...

still in warranty, we would be repairing it under warranty free of charge. Being as you are no longer within the warranty, the unit is no longer covered. Your only option to have the unit repaired by ASUS, is an out of warranty repair where you would pay for the repairs. I do deeply apologize about this matter.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These issues began in March of 2015. I know it was out of warranty then, but with all these new issues coming to light, and the fact that Microsoft believes one of the memory sticks has never worked tells me that it was sloppy manufacturing on your part. All I want is a computer that I can be confident that it works. All I have now is an $1100 paperweight.
Final Business Response /* (4000, 9, 2016/01/21) */
Dear Customer,
I deeply apologize for this matter and completely understand your frustration. However, all we are able to do in this situation is have you send the unit in for an out of warranty repair. Which would require you to pay for the repairs. Due to the situation, I can provide you a prepaid label to cover shipping the unit to us and I can ask the repair facility to reduce the repair quote as much as they can by waiving some of the fees for you. I would not know what we can reduce it to, without the unit being assessed and knowing the final price for the repair. So, with that being said, I can set you up to send the unit in and have the repair reduced as much as I can. I cannot however have it repaired free of charge. Please let me know if you would like to send it in for a reduced repair.
[redacted].
ASUS Corporate Customer Care

Complaint: [redacted]I am attaching the files requested in the response, a picture of the back and the proof of purchase from [redacted]. 
 
The photo of the back doesn't have the white sticker where the serial number was because when I saw that it was just blank white, I peeled it off to see if a serial number was underneath it.  
Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is "somewhat" satisfactory to me. However, I must be honest to say that the company has tolad me those same words every time I've contacted them for the last two months, which is how long they have had possession of my computer at this point. As a note, I just want to say that I WILL be contacting you again if I have to wait another week or so to get some kind of tracking number, or if they do not fulfill the statement that was made here today!Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/08/03) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
We are willing to offer the customer a replacement if the stock is available. The customer will receive...

shipping instructions on how to proceed as well as a pre paid shipping label.
In the event of no stock available, the product will be subject to repair. I will monitor the progress of the product through our repair process.
Best Regards,
[redacted].
ASUS Customer Care

Initial Business Response /* (1000, 5, 2015/09/29) */
Dear customer,
We have replaced your unit as you have requested as one of your desired resolutions. The unit shipped out yesterday on 9/28/2105. The FedEx tracking number of the unit is XXXXXXXXXXXX.
[redacted]
Asus Customer...

Care
Initial Consumer Rebuttal /* (3000, 7, 2015/10/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Darren O. failed again. He was supposed to ensure that the computer that they sent me was the identical model as mine, was 2 years or less (comparable to mine), and most importantly, was reliable and in perfect working order so that I could once again do my work.
Instead, I received a different model, which is 3 years old, and has no sound through the headphones (which is critical for my job as a video editor). I spent over 4 hours on the phone with technical support, again, having to pay for all of those minutes that were wasted on them, because as usual, the ultimate answer was that there was nothing they could do and that I would have to ship the computer back to them yet AGAIN...this being the SIXTH back-to-back return due to ASUS' absolutely UNBELIEVABLE level of incompetence!
In addition, I had to spend over an hour the next morning with [redacted] (ASUS tech support in the Caribbean), and he was HORRIBLE!! He put me through [redacted] before finally sending me the overnight label to ship the computer asap!
NOTE: DO NOT SEND ME THAT SAME COMPUTER! As has already been established 5 times, your "service" people don't have a clue as to how to fix anything, and I need a RELIABLE computer! You continue to cause me undue financial hardship, and I will be suing you for all of the damage that you have caused.
Final Business Response /* (4000, 30, 2015/11/18) */
To Whom It May Concern,
At this point the payment was approved and everything is being processed by accounting. The check should be mailing out this week for the buy-back.
[redacted].
ASUS Corporate Customer Care
Final Consumer Response /* (2000, 41, 2016/01/04) */
What are you talking about?? Who said I was dissatisfied with the ultimate resolution? I told you I finally received my refund! I was just telling you that it's not right that they should keep an A+ rating for having put me through [redacted] to get it!

Dear Customer, 
Allow me to apologize on behalf of ASUS for any issues you are having with your ASUS product. Looking into your case and your communication with us, I do not see anywhere we you have stated you have tested your CPU on another motherboard to confirm it is not your CPU that is...

the issue. As the CPU has the memory controller built in and that is what controls the DIMM slots. So, this issue very well could be the CPU and I strongly suggest testing another CPU on this motherboard or testing your CPU on another motherboard to see if the issue persists with the CPU or the motherboard and then we will know for sure what the issue is. 
If you can please do this and confirm if it is the CPU or the motherboard, and then let me know, I will be more than happy to provide you a replacement if it happens to be the motherboard. Just let me know how the testing goes and I will be here to help you whichever way we may have to go. 
[redacted]. 
ASUS Corporate Customer Care

My response on Revdex.com site: 
Dear Customer, 
I am extremely sorry for all issues you have had thus far. Looking into your case I see there may be some misinterpretations based on the warranty and regional coverage of the warranty. What you have received with the unit is a brief version of...

the warranty. Here is a link to the full warranty: [redacted]
Please review the last section, section 10, I have pasted it below as well: 
"10. International Warranty and Support
This Warranty applies in the country of purchase.
Additionally this Warranty entitles You during the Warranty Period to international ASUS warranty service in Europe, North America (USA, Canada and Mexico), Asia, Republic of South Africa and Australia/Oceania, subject to the following additional restrictions:
• Service procedures may vary by country.
• Some service and/or spare parts may not be available in all countries.
• Localized spare parts (such as keyboard/ keymats) may be replaced with the version available in the country where the repair is requested.
• Some countries may have fees and restrictions that apply at the time of service.
• Certain countries may require additional documentation, such as proof of purchase or proof of proper importation, prior to performing International Warranty and Support.
To enjoy comprehensive international warranty service, visit ASUS Service Center website at [redacted] for detailed locations.
ASUS reserves the right to interpret the provisions in this ASUS Warranty Information. The information in this warranty card may change without prior notice. Please visit the ASUS Support site at [redacted] for current and complete ASUS warranty information."
With all of that being said, I deeply apologize but your unit is zoned to another region and our fees and retrictions are for units not from our zone is to have the repairs paid for in full by the customer. Please notice the warranty section I have presented you that covers this. Also please understand that we may not even have the parts for this and have to order them if we can find them or it could have to be repaired with different parts. 
I understand your frustration, however, there is nothing we are able to do, unless you are willing to pay for the repairs. I would contact my place of purchase and inform them of this situation as they should not have sent you a phone manufactured and zoned for another company. 
Cordell S. 
ASUS Corporate Customer Care

Dear Customer, 
I am extremely sorry for the issues you have had thus far. Looking into your case, I do not see any notations or indications that a hold was placed on your card. However, I have reached out to that department and asked that any holds be removed regarding your case as there...

should not be a hold at all. 
It appears we are still waiting on the power cord portion of the charger to come in, but you did receive the power adapter(box) portion today according to tracking number you have been provided. I have asked that they ship out a replacement cord as soon as they possibly can. 
[redacted]. 
ASUS Corporate Customer Care

Final Consumer Response /* (2000, 6, 2015/08/12) */
RESOLVED

Dear **. [redacted],
I very much apologize for the issues you have experienced. 
I have looked into your case and from what I can see we are processing an advance replacement for the motherboard you had requested to resolve this issue.
Based on our system the offer was sent out for you...

to accept replacement model STRIX Z270I GAMING which you had requested and once you approve they would then process out the replacement unit.
Once the unit ships out and we receive the defective unit back from you the X-Ship team will release the hold at that time.
Please feel free to shoot me an email at [redacted] if you have any further questions.
I very much apologize for the issues.
Best Regards,
[redacted]
ASUS Corporate Customer Care

Complaint: [redacted]I am rejecting this response because:
I have been dealing with this current situation for WEEKS! In addition, we have not had a quality computer, at all. It was obviously defective at purchase.
I find it sad and disturbing that the representative from ASUS is quoting company policy in his response. I'd like to know what company policy states regarding the following:
not returning a customer's message within 24-48 hours as stated
not filing a claim for damages during shipping when ASUS paid for the shipping and FedEx damages the item, instead telling the customer to file the claim, which is incorrect and WASTED a week of time
I have been told numerous times that someone would return my call. Not one time as anyone called me back. I was assured, last Friday, that Allen, level 3, would return my call. We canceled dinner plans with friends as I knew I would not be able to easily speak from a restaurant.  He never called. 
When the unit was damaged during shipping, it was, I assume, the fault of FedEx. However, had we not had the same problem fixed 3 other times, and it still did not work, the computer would not have been shipped, therefore, no damage.
Here is the best analogy for this situation:
I buy a new car from an authorized dealer. Within 11 months, the car stops working and is repaired for the same issue, 3 times. At the fourth time, the manufacturer requests the car because I am asking for a new car. While being towed to the manufacturer, the car is involved in a traffic accident. The front end of the car, the engine, is smashed. 
The Lemon Law applied to the issues with the vehicle prior to the accident. The physical damage only solidifies that this is not a vehicle that needs to be repaired.
As the Lemon Law applies to more than vehicles, and does specifically include computers, the computer we purchased should be replaced with a NEW unit. 
We have had WEEKS of time, throughout the year, with no computer because it was being repaired. This is unacceptable. I have NEVER experienced such poor customer service.
I would ask that the representative from ASUS carefully read through my file and do what's right. If someone would treat me and this situation as they would want to be treated in a similar situation, I would have received a new, replacement computer, or refund, a long time ago.
That is all we are asking: for ASUS to do what's right.
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  It was impossible to know I was not buying from Asus.  In any case internet buying depends on trust since I can't hold the product in my hand before buying it.  In the slick Internet ad they showed a new z500 with a keyboard for $299 and all the other internet ads offered a new z500 for $299 or a used one for about $230. At the very least I was expecting a new z500 but I was willing to accept this old stained used tablet until I discovered there was no place to insert the SD card and that was the last straw, I could not accept an old stained tablet with no SD slot, I wouldn't even want it for free.
  Someone agreed to refund my money as soon as they received the tablet but then there was a new trick, someone sent me a shipping tag for return but as it was just a label but not free shipping I went to the post office and for $16 sent out the tablet, then 6 hours later I get a Fedex free shipping label to a different address so for $20 I changed the address with USPS then the seller or someone sent me another address but I didn't change again.
  On June 2, 2017 the Tablet arrived to an unknown mailbox in California. In summary I have invested $319 for a tablet plus $36 shippin in an attempt to get a refund.
  If I don't get any money back I will at least let others know to be wary of this sand trap.
Sincerely,[redacted]

Dear Customer, 
I have been informed by my superiors that we can reimburse you, if and only if you are able to provide us the actual invoices. You will need to send them as a .pdf attachment. Which you can do in a reply to one of my emails or you can do on here on the Revdex.com site as well. We need the actual invoices sent as attachments not a copy and paste of the emails. I do apologize for this matter. 
[redacted] 
ASUS Corporate Customer Care

Email  Sent Directly To Customer:
Dear Customer, 
I am reaching out to you on behalf of ASUS regarding your Revdex.com complaint. I apologize for any inconvenience or frustration this may have caused. 
I see you are requesting a refund. Unfortunately, we cannot offer any kind of refunds...

or monetary compensations. We did not sell this item directly to the public; you did not buy the product directly from us, so it is impossible for us to refund money we never received.
Refunds are exclusively handled by the vendors and usually they only accept them during the first 30 days of purchase.
ASUS, as the manufacturer, offers a limited warranty for the products that only covers repairs or replacement of the units.
With all of that being said, I see you may also accept a new replacement unit for all of the issues you have had thus far. Now, that is something I will gladly be able to do for you. You will have to go through a new RMA and send your current unit in to us first and then we will ship the new replacement. 
If you are willing to do this, please let me know and I will also provide you a prepaid label to overnight the unit to us to get the replacement shipped as soon as I can. However, it is very possible we may not have your exact model new in box. If that is the case, I will provide you the details of a comparable/upgrade unit that we do have new in box to see if it is an acceptable replacement to you.
Please let me know if you want to move forward with this by replying to this email directly or on the Revdex.com site and I will be sure to get you taken care of. 
[redacted]Asus Corporate Customer Care Team/Escalations Specialist

Complaint: [redacted]I am rejecting this response because:
again, the representative is not reading the documents. I have clearly stated that the computer was repaired by Geek Squad at Best Buy three times. Also, the computer was NEVER repaired by ASUS. It was damaged during shipping to ASUS, not from ASUS. 
Fortuntely, I have never dealt with such a disorganized and unprofessional company. When the representative responsible for replying to a complaint made to the Revdex.com does not read and comprehend the information given, I know the company does not take customer service seriously. 
We request a brand new computer, of equal or higher value, or, preferably a full refund. The fact that we have now spent more than a month without a computer, due to these constant errors on the companies part, is greater proof that ASUS is not a strong company. I'm going to outline the details, again, in hopes that this will be read by someone, within the company, who is capable of doing his or her job.
1. From July 3, 2016- June 2, 2017: Geek Squad repairs, THREE times
2. Unit broke again, June, 2017
3. Requested replacement. Told to send unit THAT DID NOT WORK, to ASUS. No power from computer. Dead. 
4. Spent $28 for packing materials 
5. Arrived at ASUS smashed, presumably by FedEx
6. Unit returned in SAME, BROKEN box, not working AND smashed BECAUSE ASUS said I had to file claim with FedEx or pay for additional repairs
7. Spent one week contacting FedEx to learn that ASUS was to file the claim because ASUS paid for the shipping label (company negligence)
8. Spent weeks attempting to contact ASUS. Was told 3 times that a representative would return my call. NEVER HAPPENED!!
9. Requested NEW computer on numerous occasions and on numerous occasions I am given the ASUS generic response from representatives who are ignorant of the facts. 
Finally, I ask, again, would you not feel that a new product was in order if yours had stopped working 3 times in under a year, spent weeks without product due to repairs, and then was SMASHED, physically, when being sent for the fourth repair??
I request that the ASUS representative who has replied, erroneously, to this complaint pass it to his supervisor. Sincerely,[redacted]

Initial Business Response /* (1000, 17, 2015/08/07) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter.
Currently after reviewing the case the item was shipped and delivered per the tracking no....

XXXXXXXXXXXXXXX. If the customer is still experiencing issues please let us know promptly.
Best Regards,
[redacted] M.
ASUS Customer Care

Initial Business Response /* (1000, 7, 2015/08/31) */
Dear Customer,
I apologize for the inconvenience and frustration this has caused. I appreciate your patience regarding this matter. I see that on 8/27 you were informed that the product was being quoted due to the unit having been zoned for...

Malaysia. All products that are not zoned for the U.S. would require a fee for servicing. Despite the fact that you purchased the product in the U.S., ASUS does not accept proof of purchase from eBay due to the customer to customer nature of their business.
[redacted]
ASUS Customer Care
Initial Consumer Rebuttal /* (3000, 9, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received my unit back from your repair facility which held onto my unit and LIED to me that it was repairing the unit up until I suddenly received notice that your facility wanted to charge me $379 to repair the unit almost 3 weeks after they began repairs. I purchased this item from an AUTHORIZED USA Reseller of ASUS products and I provided ASUS with proof of this. Ebay is NOT a reseller, but merely an electronic platform for merchants to make sales (this is common sense and common knowledge). Whether or not your authorized reseller should have used EBAY or not to sell merchandise with ASUS warranties in the USA or not is between you and your authorized AGENT! As for the merchandise itself, it came back to me WORSE off than when I shipped it to you. The front facing speaker now sounds distorted and the unit DOES NOT CHARGE. These are NEW problems which were created AFTER the unit was shipped to your repair facility.
ASUS is in breach of its warranty, a copy of which I have which does NOT exclude the USA or North America. In fact, what I have in writing (which came as an insert in the box it was sold to me in) clearly states that my unit has a 1 year warranty without making any exclusions as to the USA.
Either way, I am planning to take some form of action with regard to this. You cannot take issue a RMA, take a consumer's product, hold it for nearly a month and then return it to them with more damage. This is unacceptable!
Final Business Response /* (4000, 19, 2015/09/08) */
Dear Customer,
I do see in the attached document where it reads that you are entitled to warranty service in the U.S. What I also see is that some countries may have fees and restrictions that apply at the time of service in section 9. Warranty and Support. The fees you were quoted for are a result of the restrictions that applied to the warranty.
[redacted]
ASUS Customer Care
Final Consumer Response /* (4200, 21, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Wade, you can hide behind your computer screen and breach the warranty all you want. The fact remains: ASUS warranty service is baloney and asking me to pay more than double to repair a brand new tablet is ridiculous and denying my warranty after your service center held it for 4 weeks smells like bad faith and intentional breach of warranty to me, but then again, I am not a lawyer. Let's see what the courts say.

Initial Business Response /* (1000, 5, 2016/01/05) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. After looking into your case for you, at this point you are out of warranty. It does appear however you had contacted us when you were within your...

warranty. So what I would like to do is offer you a one time courtesy free of charge repair to get your unit repaired. I will create you an RMA to send the unit in under and provide you a prepaid shipping label to ship the unit to the repair facility. Typical repair time is 5 to 7 days at the facility, excluding shipping time. Please let me know if you would like to move forward with this and I will get you all setup and taken care of.
[redacted]
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2016/01/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept this resolution. This is what I was trying to get accomplished. Please move forward with the RMA so that I can get my laptop repaired.
Thank You and have a blessed day.

Initial Business Response /* (1000, 8, 2016/02/02) */
Dear Customer,
I apologize for any inconvenience or frustration this may have caused. I see that they did honor the ADP and repaired the unit as you have said, but you are saying the unit has scratches on the screen now? That is unacceptable...

and I am extremely sorry about that matter. If the scratches are bad enough they are causing issues for you or you are not happy with how the unit appears due to the scratches, by any chance can you provide me pictures showing the scratches? Then we can have you send the unit in for another RMA to have the screen repaired/or replaced to alleviate the scratches. If you would like to do so, please let me know and I will get you all setup and taken care of.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 10, 2016/02/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The scratches are minor so we won't be sending the Notebook back for another RMA. Thank you for honoring the ADP.

Initial Business Response /* (1000, 5, 2016/01/19) */
Email Sent Directly To Customer:
Dear Customer,
I am reaching out to you in regards to your Revdex.com complaint. I have checked stock and have a same model replacement board reserved for you. I apologize that you were having any issues prior to...

this. I have you all setup for the RMA at this point. You will be getting another email that contains the RMA instructions. For the advanced replacement, you will need to follow those instructions and fill out the online form. Please let me know if you have any further questions.
[redacted].
ASUS Corporate Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2016/01/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)